How to access your secure file
Most secure files can be accessed in just a few simple steps.
1. Check your email
Look for an email from your sender with a secure file delivery link.
2. Select the link.
Select “Verify & View Files” in the email to open the secure access page.
3. Verify your identity
You may be asked to enter a passcode, authenticate, or complete a short verification.
4. View your file
Once verified, you can securely view or download your encrypted file.
Need Help Accessing Your Secure File?
If you’re having trouble opening a secure file or accessing a protected container, we’re here to help.
Our support team can assist with:
- Access errors
- Expired secure links
- Locked containers
- Browser or device compatibility
- Authentication issues
- General questions about accessing secure files
Please note: If you need a new password, extended access, or permission to view a file, you’ll need to contact the person or organization that sent you the file.
Complete the form and we’ll respond as quickly as possible.
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Frequently Asked Questions
I didn't receive the secure file email. What should I do?
First, check your Spam, Junk, Promotions, or Clutter folders. Search your inbox for Locktera or the sender’s email address. If you still can’t locate the email, contact the sender and ask them to resend the secure file invitation.
The secure link has expired. How can I access my file?
Secure file access may expire automatically based on the sender’s security policy. If your access has expired, contact the sender and ask them to extend the access period or send you a new secure access link.
My container is locked. What does this mean?
A container may be locked after multiple unsuccessful password or authentication attempts. This is a security feature designed to protect sensitive information. Only the sender or an authorized administrator can unlock the container.
I forgot my password. Can Locktera reset it?
No. Locktera cannot view or recover passwords for protected containers. Contact the sender to request a password reset or ask them to generate a new secure container.
Why do I need to verify my identity?
Identity verification helps ensure that only authorized recipients can access protected files. Depending on the sender’s security settings, you may be asked to enter a password, verify your email address, or complete an additional authentication step.
Do I need to install software to open a Locktera secure file?
No. Most recipients can securely access shared files using a modern web browser. If the sender has chosen a downloadable secure container, simply follow the instructions provided in the email.
Can the sender revoke my access after sharing?
Yes. If permitted by the organization’s policies, the sender can revoke access at any time. Once access is revoked, the protected file can no longer be opened by unauthorized recipients.
Why is this file encrypted?
Encryption protects confidential and proprietary information from unauthorized access while it is shared, stored, or viewed. It enables organizations to securely exchange sensitive files while maintaining complete control over who can access them.
Which web browsers are supported?
Locktera supports the latest versions of Google Chrome, Microsoft Edge, Mozilla Firefox, Apple Safari, and other modern Chromium-based browsers. For the best experience, keep your browser up to date.
Can I access my secure file on a mobile device?
Yes. Locktera supports secure file access from most modern smartphones and tablets, including iPhone, iPad, and Android devices.
Why can't I download the file?
The sender controls how recipients can use protected files. They may allow viewing only, restrict downloads, prevent printing, or limit access to specific users, locations, or time periods.
Why was my access denied?
Access may be denied because:
- The link has expired.
- The sender revoked access.
- You are not an authorized recipient.
- Your location or IP address is restricted.
- The maximum number of access attempts has been reached.
If you believe this is an error, contact the sender.
Is my information secure?
Yes. Locktera uses persistent file-level encryption and policy-based access controls to protect sensitive information. Files remain protected throughout their lifecycle, and access is governed by the security policies defined by the sender.
Can the sender see when I access the file?
Yes. Depending on the security policy, the sender may receive access notifications and view activity such as when the file was opened, successful or unsuccessful access attempts, and other security events.
Who should I contact if I still need help?
For questions about passwords, permissions, expired links, or document access, contact the person or organization that sent you the secure file. They can update permissions, resend invitations, or unlock protected containers if needed.
Still need help?
Our support team is here for you.